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KACE Product Support Question


Custom Ticket Rule - How do I determine HD_QUEUE.ID number for my Service Desk queues

12/16/2014 4321 views
Hello,

I'm trying to create some custom rules for our tickets and one of the commands is "SET HD_TICKET.HD.QUEUE_ID = ?".  How do I determine the ID number for each queue?  Is it as simple as queue 1 in the list is QUEUE_ID 1, queue 2 in the list is QUEUE_ID 2, etc?  Currently on K1000 5.5 but upgrading to 6.0 tomorrow night.  Thanks !!
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We renamed the Help Desk tab to Tech Support Center. This is where you go to enter or look at tickets. Click on configuration, click on configure support center.  You should see you queue list.  Select your queues individually so it takes you to the configuration/edit screen for that queue.

While on this page look at the URL and it will show your id number for that queue.  You should be able to get the ID number for each of your queues so that you can use in your custom rule or you can use the name of your queue within your custom rule.

Here is a screen shot of what it looks like minus our actual address for our Kbox appliance. 
adminui/queue.php?ID=3

Answered 12/16/2014 by: scarpent
5th Degree Black Belt

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